Stop & Shop
Customer Service Manager at Stop & Shop
The Customer Service Manager at Stop & Shop leads daily operations of Customer Service departments including Front End, Online Pick‑up, and Cash Office to achieve sales and profit goals while maintaining high standards of safety and compliance. They focus on team development, labor relations, operational efficiency, and cultivating exceptional customer service. Additionally, the role engages with the local community to strengthen relationships and support outreach initiatives.
Category/Area of Expertise:
Retail Operations
Job Requisition:
450646
Address:
USA‑MA‑Marstons Mills‑3900 Falmouth Rd
Store Code:
Human Resources Brands (5148904)
Stop & Shop has been serving customers and neighborhoods for more than a century. One thing hasn't changed: a place where everyone can thrive and feel part of family.
Over 50,000 associates enjoy competitive salaries, comprehensive benefits, and discounts that support professional and personal journeys.
We invite you to discover ways you can make an impact. There is always room at our table.
What We'll Ask Of You Department Management
Oversee the daily operations of the Customer Service departments including Front End, Online Pick‑up and Cash Office.
Ensure departments meet or exceed sales and profit targets.
Maintain high standards of sanitation and safety, ensuring compliance with all regulations.
Accountable for recruiting, hiring and new‑hire orientation, while maintaining a high level of talent within the department.
People Development & Diversity
Direct, oversee and evaluate the training completion of all Customer Service department team members.
Monitor and evaluate associate performance and ensure associates have development plans to support professional growth.
Foster a culture of diversity and inclusion within the team.
Engage and retain associates by fostering a positive work environment.
Labor Relations
Manage labor relations to ensure compliance with company policies and labor laws.
Address and resolve employee issues and grievances in a timely and effective manner.
Customer Service Excellence
Cultivate a culture of excellence in customer service, providing best‑in‑class service.
Ensure customers experience a well‑stocked store with the freshest product offerings.
Support team members in their training to consistently deliver exceptional customer service.
Operational Efficiency
Monitor and analyze key performance metrics related to customer service and sales.
Identify opportunities for process optimization and implement solutions to enhance operational performance.
Manage departmental budgets, expenses, and financial targets to achieve profitability goals.
Compliance & Safety
Ensure all departments comply with company policies and regulatory requirements.
Conduct regular safety audits and training sessions.
Maintain a clean and safe working environment for all associates.
Community Engagement
Actively engage with the local community to understand their needs.
Develop and maintain positive relationships with community organizations, schools, and other stakeholders.
Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact.
What You Bring to the Table
1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick‑up and Cash Office.
Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience.
Highly motivated, results‑oriented, and a self‑starter with a proven track record of success.
Strong ability to influence and communicate effectively across different functions.
Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously.
Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals.
Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders.
High level of customer service skills, with a genuine passion for exceeding customer expectations.
Creative and strategic thinking abilities to drive innovation and continuous improvement.
Effective organizational and time management skills to ensure efficient operations.
Ability to work flexible hours, including weekends and holidays.
What We Bring to the Table
Culture committed to celebrating diverse backgrounds and experiences.
Comprehensive benefits.
Opportunities for professional development and career growth.
Associate discounts.
Team of associates dedicated to serving our local customers and supporting our communities.
The salary range for this position is $64,800–$97,200.
Equal Opportunity Employer Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status, military service, veteran status, pregnancy, genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.
Keywords Customer Service Manager, Retail Grocery, Operations Management, Team Leadership, Customer Satisfaction, Labor Relations, Community Engagement, Sales Targets, Employee Development, Safety Compliance
#J-18808-Ljbffr
Category/Area of Expertise:
Retail Operations
Job Requisition:
450646
Address:
USA‑MA‑Marstons Mills‑3900 Falmouth Rd
Store Code:
Human Resources Brands (5148904)
Stop & Shop has been serving customers and neighborhoods for more than a century. One thing hasn't changed: a place where everyone can thrive and feel part of family.
Over 50,000 associates enjoy competitive salaries, comprehensive benefits, and discounts that support professional and personal journeys.
We invite you to discover ways you can make an impact. There is always room at our table.
What We'll Ask Of You Department Management
Oversee the daily operations of the Customer Service departments including Front End, Online Pick‑up and Cash Office.
Ensure departments meet or exceed sales and profit targets.
Maintain high standards of sanitation and safety, ensuring compliance with all regulations.
Accountable for recruiting, hiring and new‑hire orientation, while maintaining a high level of talent within the department.
People Development & Diversity
Direct, oversee and evaluate the training completion of all Customer Service department team members.
Monitor and evaluate associate performance and ensure associates have development plans to support professional growth.
Foster a culture of diversity and inclusion within the team.
Engage and retain associates by fostering a positive work environment.
Labor Relations
Manage labor relations to ensure compliance with company policies and labor laws.
Address and resolve employee issues and grievances in a timely and effective manner.
Customer Service Excellence
Cultivate a culture of excellence in customer service, providing best‑in‑class service.
Ensure customers experience a well‑stocked store with the freshest product offerings.
Support team members in their training to consistently deliver exceptional customer service.
Operational Efficiency
Monitor and analyze key performance metrics related to customer service and sales.
Identify opportunities for process optimization and implement solutions to enhance operational performance.
Manage departmental budgets, expenses, and financial targets to achieve profitability goals.
Compliance & Safety
Ensure all departments comply with company policies and regulatory requirements.
Conduct regular safety audits and training sessions.
Maintain a clean and safe working environment for all associates.
Community Engagement
Actively engage with the local community to understand their needs.
Develop and maintain positive relationships with community organizations, schools, and other stakeholders.
Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact.
What You Bring to the Table
1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick‑up and Cash Office.
Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience.
Highly motivated, results‑oriented, and a self‑starter with a proven track record of success.
Strong ability to influence and communicate effectively across different functions.
Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously.
Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals.
Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders.
High level of customer service skills, with a genuine passion for exceeding customer expectations.
Creative and strategic thinking abilities to drive innovation and continuous improvement.
Effective organizational and time management skills to ensure efficient operations.
Ability to work flexible hours, including weekends and holidays.
What We Bring to the Table
Culture committed to celebrating diverse backgrounds and experiences.
Comprehensive benefits.
Opportunities for professional development and career growth.
Associate discounts.
Team of associates dedicated to serving our local customers and supporting our communities.
The salary range for this position is $64,800–$97,200.
Equal Opportunity Employer Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status, military service, veteran status, pregnancy, genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.
Keywords Customer Service Manager, Retail Grocery, Operations Management, Team Leadership, Customer Satisfaction, Labor Relations, Community Engagement, Sales Targets, Employee Development, Safety Compliance
#J-18808-Ljbffr